[Hiring] Patient Engagement Center Advocate @Eye Care Partners Career Opportunities

Role Description

The Patient Engagement Center Advocate role will provide service to patients and providers via inbound and outbound calls while scheduling appointments, capturing messages for the clinic staff and providers, and addressing the needs of the customer with occasional guidance while ensuring KPI goals are met.

• Respond to incoming phone calls for all sites promptly and in an exceptional quality manner.
• Appropriately schedule patient appointments in our EMR system based on physician preferences.
• Clearly and concisely document patient requests and pertinent information via EMR so that we can successfully respond to patient needs.
• Through appropriate call control, ensure that calls are handled efficiently to attain daily call production goals.
• Coordinates work efforts with other team members to achieve an efficient workflow within the office.
• Maintain strong knowledge of all site protocols and physician schedules/changes to ensure appropriate information is provided to patients.
• Adheres to all safety policies and procedures in performing job duties and responsibilities while supporting a culture of high quality and great customer service.
• Performs other duties that may be necessary or in the best interest of the organization.

Qualifications

• High School or GED

Requirements

• 1+ years related experience in a call center, customer service, medical office or as a receptionist.
• Previous medical office experience preferred; previous optometric or ophthalmic experience strongly preferred.
• Ability to multi-task and work multiple computer programs at once.
• Ability to adapt to change based on business needs.
• Professional in appearance and actions.
• Logical and Critical thinking skills.
• Customer-focused with excellent written, listening and verbal communication skills.
• Enjoys learning new technologies and systems.
• Detail oriented, professional attitude, reliable.
• Exhibits a positive attitude and is flexible in accepting work assignments and priorities.
• Meets attendance and tardiness expectations.
• Ability to follow or provide verbal & written instructions with sufficient grammar and spelling skills to avoid mistakes or misinterpretations.
• Interpersonal skills to support customer service, functional, and teammate support need.
• Able to communicate effectively in English, both verbally and in writing.
• Ability for basic to intermediate problem solving, including mathematics.
• Intermediate to advanced computer operation.
• Proficiency with Microsoft Excel, Word, and Outlook.
• Specialty knowledge of systems relating to job function: E360/NextGen or applicable EMR system, credentialing eligibility program, phone system.
• Knowledge of state and federal regulations for this position; general understanding of HIPAA guidelines.

Benefits

• Pay: $17.00/HR; No Negotiation.
• Position is Fully Remote, Paid Remote Training.
• Must Live in 1 of these 18 States - No exceptions!
• States include: Missouri, Florida, Kansas, Kentucky, Pennsylvania, Virginia, New Jersey, Texas, Minnesota, Michigan, Oklahoma, Alabama, North Carolina, Georgia, Illinois, Ohio, Indiana, Arizona.

Location

For remote team members, maintain the ability to work in a remote environment while performing required duties and remaining patient focused. Able to work varying shifts including early mornings/evenings to attend meetings and cross training or support other initiatives. The team member is responsible for providing and maintaining a workspace where interruptions are controlled during work hours. The work area should have minimum noise and distraction and be suitable for guarding confidential Company information.